Client Success Lead

Kestra Financial; Tempe (AZ); On-site; USD 130,000 - 180,000; Full time

Job summary

Kestra Financial seeks a seasoned Client Service Director to deliver exceptional service to a defined group of financial advisors. The role blends relationship management, operations expertise, and cross-functional coordination, serving as the go-to contact for complex service matters and advocating for advisors across teams.

You will own escalations, drive process improvements, and partner with internal groups to align on client strategies and growth initiatives.

Qualifications

• 8+ years in client service, operations, or relationship management within financial services.
• 5+ years in leadership or client-facing strategic roles with cross-functional collaboration.
• 3+ years of broker-dealer experience.

Responsibilities

• Serve as primary contact for service-related matters for assigned advisor segment.
• Own escalations from intake to resolution with internal teams.
• Build partnerships with Business Development, Relationship Management and internal teams to align on client strategies.

Skills

Relationship management

Operations leadership

Cross-functional collaboration

Escalation management

Data analysis

Client advocacy

Process improvement

Strategic thinking

Tools

CRM systems

Workflow tools

Financial platforms

Job description

Lead with Purpose. Partner with Impact.

The Client Service Director is a senior individual contributor role within our Client Service team, responsible for delivering exceptional service experience to a defined group of financial advisors.

This role blends relationship management, operational expertise and follow-through, and cross-functional coordination. You’ll be the key point of contact for complex service matters, owning requests from start to finish and advocating for your advisors across internal teams. While this is not a people leader role, it requires strong leadership traits: initiative, accountability, and the ability to influence outcomes across teams.

What You’ll Do:

• Act as a point of contact for all service-related matters for your assigned advisor segment Develop a deep understanding of each firm’s structure, service preferences, and long-term goals
• Own and manage escalations from intake to resolution, coordinating with internal teams to deliver timely, effective outcomes
• Build strong partnerships with Business Development, Relationship Management, and internal teams to align on our client’s operational strategies and support growth and retention
• Serve as the client's internal advocate, ensuring their voice is represented in decisions and escalations are resolved with care and urgency
• Respond promptly to client concerns and inquiries, ensuring the highest levels of satisfaction and retention
• Proactively flag at-risk relationships and lead cross-functional efforts to address service gaps and retain client confidence
• Analyze advisor feedback, service metrics, and operational data to identify themes and areas for improvement.
• Lead or contribute to cross-functional initiatives aimed at improving advisor experience, increasing efficiency, or reducing service risk.
• Collaborate with peers and leadership to define best practices and implement scalable service enhancements.
• Support enterprise projects, platform updates, or new initiatives with a client lens, ensuring service continuity and change readiness.
• Bring thoughtful structure and strategy to ambiguous problems; assess root causes and propose high-impact solutions.
• Partner with other service directors to maintain consistency and share best practices across the client experience.

What You Bring:

• 8+ years of experience in client service, operations, or relationship management, preferably within financial services
• 5+ years of experience in a leadership or client-facing strategic role, with cross-functional collaboration
• 3+ years of broker-dealer experience
• Strong understanding of brokerage, advisory, or investment products and services
• Experience supporting or working closely with financial advisors is highly preferred
• Familiarity with CRM systems, workflow tools, and financial platforms is a plus
• Proven ability to handle escalations and/or complex client requests
• Ability to build rapport and trust in a fast-paced, professional environment
• Strong process orientation with an eye towards scalability and efficiency
• A proactive, solution-oriented mindset focused on delivering value to clients
• Problem solving and decision-making skills with attention to process and risk

Certificates, Licenses, Registrations:

• SIE
• Series 7 License Required.
• Series 24 Preferred